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2011/12 Information Technology Customer Service Survey

Purpose

An annual customer satisfaction survey allows the City and your Information Technology Department to measure the level of satisfaction with the business technology services we provide as well as the overall satisfaction with the department. The survey also captures essential customer feedback we use in our continual improvement efforts with the ultimate goal of providing excellent services to our customers.

Overall Performance Statistics

Satisfied / Very Satisfied

Survey Questions / KPI / Benchmark

2010 (Baseline)

2011 (Current)

% Improvement

1) Professionalism of staff

88.2%

96.4%

+ 9.30%

2) Service provided in a timely manner

67.0%

84.1%

+ 25.52%

3) Level to which your business processes are supported

66.9%

80.8%

+ 20.93%

4) Degree to which you feel well-partnered with IT

71.8%

78.9%

+ 9.89%

5) Ease of submitting service requests

84.4%

91.6%

+ 8.53%

6) Technical proficiency of staff

88.7%

92.4%

+ 4.17%

7) Overall customer satisfaction

77.7%

88.6%

+ 14.03%

Key Findings

416 surveys were submitted through the web based survey program, representing 33.8% of the total city employees (1,230 FTE).

96.4% of staff responses indicated they are satisfied / very satisfied with the professionalism of the IT team members.

92.3% of those surveyed have interacted with the Service Desk in the past year.

Customer interaction with the IT has increased significantly ~15.2%, in large part due to the formation of the Technology User Group, increased participation in the Governance Process, and the IT Customer Outreach Program

45.5% of staff surveyed work 31 hours or more per week using their computers to complete the work. In addition, 35.3% of staff worked more than 40 hours per week.